Customer Communications Specialist

We are looking for an experienced and strategically minded Customer Communications Specialist to own all external communication channels directed at our existing customer base. This role is crucial for ensuring customers are informed, engaged, and reassured, particularly during product changes, service disruptions, and potential reputation issues. A deep appreciation for the unique factors driving the commodities sector is highly desirable.

• Strategy Development: Develop, maintain, and regularly test the company's Crisis Communications Playbook specifically for customer-facing incidents (e.g., outages, security breaches, significant market events).

• Execution: Act as the primary communications responder during an active crisis, drafting and rapidly deploying transparent, empathetic, and factual communications to mitigate negative customer sentiment and minimise churn.

• Reputation Management: Monitor customer sentiment across support channels and public forums to identify potential reputation risks and proactively address negative feedback before it escalates.

• Change Management: Lead the strategy, creation, and distribution of all communications related to product updates, feature releases, system maintenance, pricing changes, and service sunsetting.

• Proactive Information: Ensure customers receive timely, clear, and audience-appropriate messaging across various channels (email, in-app messages, landing pages).

• Internal Alignment: Serve as the core liaison between Marketing, Product, Engineering, and Customer Success to translate technical changes into compelling, understandable customer benefits and actionable steps.

• Audience Segmentation: Develop advanced customer segmentation strategies to ensure communications are highly targeted and relevant to the recipient's usage and market segment.

• Tool Management: Own and administer our key communications platforms, ensuring optimal performance, data hygiene, and integration with the wider tech stack.

• Performance Measurement: Define key communication KPIs (e.g., open rates, click-through rates, adoption rates, churn reduction impact) and provide regular reporting to leadership.

• Market Context: Ideally, possess an understanding of the commodities markets to ensure communications are sensitive to the commercial environment our customers operate in.

• Credibility: Ensure all messaging reflects a sophisticated understanding of market impact and maintains the company's credibility as a reliable partner.

• Communications Excellence: Exceptional written and verbal communication skills, with a proven ability to distill complex, technical topics into clear, concise, and customer-friendly language. Superior English language skills required.

• Experience: 3+ years of dedicated experience in a Customer Communications, Product Marketing, or PR role, preferably within a B2B SaaS, FinTech, or Energy/Commodities/Logistics environment.

• Crisis Comms: Proven, hands-on experience managing and executing communications during at least one significant corporate or service crisis.

• Project Management: Excellent organisational skills, with the ability to manage multiple complex communication workstreams simultaneously under tight deadlines.

• Essential: Proven, in-depth experience administering and executing campaigns using at least two of the following platforms:

HubSpot, Customer.io, Intercom 

• Data Literacy: Competence in using CRM data (e.g., Salesforce) and analytics to inform communication timing and strategy.